Escalation Specialist

3 days ago

Toronto, Ontario, Canada MongoDB Full time
About MongoDB

MongoDB is a leading developer data platform that empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data. Our mission is to enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI.

Job Summary

We are seeking a highly skilled Escalation Engineer to join our Technical Services team. As a key member of our team, you will be responsible for resolving complex technical issues with our largest customers, providing expert guidance and recommendations, and delivering timely and effective solutions.

Key Responsibilities
  • Work closely with customers to understand their technical challenges and provide expert guidance and recommendations.
  • Develop and maintain deep product knowledge and expertise across multiple domains, including MongoDB, cloud infrastructure, and database security.
  • Collaborate with cross-functional teams, including product management and development, to resolve customer issues and improve product capabilities.
  • Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics.
  • Mentor and ramp new team members, and take initiatives in building knowledge of new product lines within the MongoDB ecosystem.
Requirements
  • 7+ years of relevant experience in database engineering, technical support, or a related field.
  • Strong team partnerships, including the ability to lead in collaborative efforts and seek help from team members when needed.
  • Deep and nuanced experience working with customers in escalated situations, including complex technical issues and high-pressure environments.
  • Great communication and account leadership skills, with a good organizational understanding of customers and their technical challenges.
  • Ability to quickly understand and communicate about customer workloads, use cases, and resiliency criteria, including performance, availability, and scalability.
  • Comfortable reading and quickly navigating unfamiliar code, with coding/scripting proficiency in one or more languages, including Java, Python, Ruby, C, C++, C#, JavaScript, Go, etc.
  • Strong systems engineering and troubleshooting experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, virtualization, clustering.
  • Storage engineering experience, including SAN, NAS, SSD, multi-pathing, caching, and tuning.
  • Experience building, maintaining, tuning, and troubleshooting sophisticated mission-critical production database systems.
  • Experience analyzing and pursuing issues holistically, from the client and application tiers, through the database, down to the storage, and any potentially unfamiliar corners in between.
Bonus Points
  • Experience managing large scale databases (e.g. RDBMS, NoSQL).
  • Experience with authentication systems such as LDAP, Kerberos, AD.
  • Experience using or managing MongoDB.
  • Experience using distributed version control systems, and in particular git.
  • Experience using any cloud services stack such as AWS, Azure or GCP.
Success Measures
  • In 3 months, have gained a deep understanding of MongoDB and its ecosystem, and complete New Hire Training.
  • In 6 months, be confident working frontline with our customers, and complete the MongoDB Certified DBA Associate exam.
  • In 12 months, be handling highly technical and escalated cases independently, ensuring customers are successful and happy with MongoDB.

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